Customer Support Administrator (Australia)

Are you ready to power the future?

At SolarEdge (NASDAQ: SEDG), we're a global leader in smart energy technology, with over 4,000 employees, offices in 34 countries, and millions of installations worldwide. 

Our innovative solutions include solar inverters, battery storage, backup systems, EV charging, and AI-based energy management. We're committed to making clean, green energy the primary power source for homes, businesses, and beyond. 

With the growing demand for electricity, the need for smart, clean energy sources is constantly rising. SolarEdge offers amazing opportunities to develop your skills in a multidisciplinary environment, covering everything from research and development to production and customer supply. Work with talented colleagues, tackle exciting challenges, and help create a sustainable future in an industry that's always evolving and innovating. Join us and be part of a company that values creativity, agility, and impactful work. 

Key Responsibilities:

Customer & Case Support

• Respond to customer and internal inquiries regarding shipment status via phone, email, and escalation channels.
• Proactively communicate with customers about shipping delays and resolutions.
• Follow up on cases requiring additional information from customers.
• Handle reimbursement inquiries, escalations, and out-of-warranty cases.
• Resolve shipment-related issues and create return shipping labels.
• Coordinate with senior technical support staff to ensure case and shipment accuracy.
• Update and verify part numbers for shipments and replacements.
• Serve as a liaison between the technical support centre and other departments.

Scheduling & Logistics Coordination

• Prioritize contact with Homeowner (HO) based on account-specific preferences.
• Cluster scheduling based on Field Service Engineer (FSE) location.
• Ensure delivery of all stock to FSE locations for key accounts.
• Manage exceptions for Return Trips (RT) and schedule accordingly.
• Process Return Material Authorizations (RMA) from FSE bins.
• Notify relevant stakeholders regarding scheduling delays, quote thresholds, or work volume.
• Submit invoices for payment and ensure timely processing.
• Maintain high On-Time Delivery (OTD) metrics.
• Ensure FSE storage units are stocked and paid for on time.
• Coordinate with logistics to guarantee sufficient RMA stock availability.

Requirements:

• Education: Bachelor’s / Undergraduate Degree in any discipline.
• Experience: 1–3 years in an administrative, processing, or customer support role preferred.
• Skills:
• Strong understanding of customer service principles and practices.
• Proficiency in Microsoft Excel and other Office applications.
• Excellent communication skills with the ability to remain calm under pressure.
• High accuracy in data entry and typing.
• Knowledge of administrative and clerical procedures.
• Ability to manage multiple tasks and prioritize effectively.
• Strong analytical and problem-solving abilities.